NEWSLETTER
November/December 2014
15 Skills Every Facilities Manager Needs to Succeed
by Tiffany Bloodworth Rivers, www.iofficecorp.com
Facilities Management is a demanding profession which requires a diverse set of skills in order to be
successful. The consistent professional, interpersonal and even emotional demands that FMs face on a
daily basis seem to fly from all directions. A quality FM learns to manage and compartmentalize all of
these demands, while continuing to strive for customer service excellence.
But, how exactly, does one stand out as a leader in this rapidly expanding industry? We've touched on
this subject a few times now and to no surprise it is one of the hottest topics on our blog. So, to help
lead you and your organization to the top, we have compiled a list of the top 15 skills FMs must
possess to ascend the ranks.
These attributes are divided into 3 categories: Core Interpersonal Traits, Key Workspace Management Skills, and Exceptional
Abilities. Use this list to evaluate your strengths and shortcomings for maximized FM success.
Interpersonal Traits
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Decision Maker - As the facilities manager, your decision-making abilities will be tested and scrutinized. Your company
expects you to be able to switch gears and make informed, rational choices quickly and with confidence.
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Good Listener - The key to making solid decisions for your organization resides in your listening skills. You are providing
customer service for numerous people and varied issues. You must incorporate multiple vantage points to find success and
feedback from your clients can prove invaluable for that task.
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Adaptability - Facilities management is a dynamic profession where no two days are alike. Maintaining a level head and a
“go with the flow” attitude is critical, not only to your success, but to your survival. Whether the workplace atmosphere
stresses or excites you, flexibility is always an advantage.
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Driven - A typical day in facilities management rarely consists of nine to five hours. Depending upon that day’s challenges,
it is often necessary to work longer and harder to get the job done.
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Delegation - While letting go and assigning responsibilities to your teammates is not always easy, it is, perhaps, one of your
most valuable assets. Build a team of diverse individuals and let them put their talents to work. Delegation shows you
believe in your team's abilities, further strengthening your team and your entire organization.
Key Workspace Management Skills
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Numerical Know-How - While it isn’t necessary to be a mathematical genius, you will need to possess an in-depth
understanding of business finance. Critical thinking skills and an analytical mind will help you gain a clear understanding of
the facility’s budgetary needs, thereby making you a stronger, more effective manager.
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Legal Eagle-bility - Regardless of the industry you are part of, there are federal, state and local laws that will impact every
aspect of your operations. If you manage a larger facility, an understanding of OSHA standards and regulations will be
critical to ensuring safe practices at the facilities you manage.
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Know the Industry You Serve - Sure, you know a lot about facilities management, but what about your company’s industry?
To lead your company down a strategically charted path to success, you must have a clear understanding of their values
and vision and where they fit into the industry-wide picture. Understanding how the industry operates will enable you to
identify problem areas and lead your team to solutions.
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Emergency Responsiveness - Emergencies are inevitable. Remaining calm in the face of adversity is the mark of a great
leader. Develop a crisis plan based on potential problems. Simulate a real crisis and involve the entire team. This will not
only educate employees on their roles, it will help you identify any shortcomings on your crisis plan.
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Project Management - Your official title may not read “Project Manager,” but your leadership position requires you to
motivate and manage your workforce, set goals and analyze results. Those results will help you identify where
improvements are needed. Then, the responsibility falls on you to devise and implement new processes.
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Analytical Minded - Whether you’re analyzing financial data for a budgetary meeting with the executives or configuring the
office redesign, strong analytical and critical thinking skills are essential to both you and your facility’s success.
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Exceptional Abilities
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Interpersonal Skills - Facilities management is a people-based profession in which every decision you make is centered
around how you can better serve your customer’s needs. Your success as an FM hinges on your ability to communicate,
connect with, inspire and engage your colleagues. Identify the objectives of the people you work with, learn what
motivates them and commit yourself to forging professional connections that inspire each individual to be the best at what
they do.
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Cross-Networking - Successful FMs must be adept at networking across the entire organization, including IT,
administration, HR, outside executives or peers. Each of these colleagues are, in a sense, part of your team. So, put your
interpersonal skills to work, and build solid relationships with your entire team.
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Tech Savvy - Technology plays an invaluable role in how facilities are run and how your workforce communicates. While it
isn’t necessary to be a tech expert, your employer will look to you to stay apprised of the latest developments in FM
software and mobility options.
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Social Media - A growing number of facilities are recognizing how valuable a tool social media can be, when used properly.
In addition to the obvious networking value, FMs are now using the social media platform to gather real-time feedback
and connect with a broader audience. This is also a wonderful opportunity to give your organization a face and to further
support your brand.
Currently one of the fastest growing professions, the facilities management field is an exciting one. Advancements in
technology and management techniques are driving applicants and employers alike to be more knowledgeable about this
industry. While this skill set is necessary for a solid foundation, you don’t have to be an expert to find success. Identify the
areas in which you are lacking and strive to improve and build on these strengths.
Define hard and soft services in relation to facilities management?
Facilities Management facilitates on a wider range of activities than just business services and these are referred to as non-core
functions which tend to vary from one business sector to another. In a 2009 Global Job Task Analysis the International Facility
Management Association (IFMA) identified eleven core competencies of facility management. These are: communication;
emergency preparedness and business continuity; environmental stewardship and sustainability; finance and business; human
factors; leadership and strategy; operations and maintenance; project management; quality; real estate and property
management; and technology. Within these roles, there is the question of ‘hard’ and ‘soft’ services. If these terms are new to
you, here is an idea as to how these sectors are broken down.
Hard services are typically those that deal with the actual building infrastructure. These would include MEP systems such as:
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Air conditioning systems: such as chillers, district cooling, fan coil system and air handlers, VAV and ductworks
cleaning among others.
Electrical system: high , medium and low voltage systems.
Plumbing system; drainage and water supply, piping, fixtures and equipment and water purification systems.
Fire-fighting and fire prevention systems
Security system, building control system, alarm, CCTV and access system
Building management system and minor project management.
Building fabric, civil works and carpentry works.
Soft Services are those that are more service-oriented. Examples of these services can include:
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Landscaping; Plants and plant care, tree maintenance, general gardening and internal plants, irrigation system and
fertilization scheduling.
Maintenance and cleaning of swimming pools, waterfalls and fountains
Health and safety /security management
Cleaning and hygiene, protection and pest treatments
Recycling and waste disposal
Emergency Preparedness/ Contingency Planning Educational Class Summary
By Kelley Amey, ATI Restoration & IFMA Southern Arizona VP of Education
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The Chapter’s monthly meeting on October 28 was a joint venture between us and BOMA to present to the attendees a basic
understanding of emergency preparedness and contingency planning. The following information is a synopsis of the take-away
points as noted during this event. If you have any questions, comments, or would like more information, please contact me.
First and foremost know and understand your insurance policies. What is covered and what is not covered. For instance, is
business interruption covered? For older buildings are code upgrades covered? Who is responsible for the contents of the
building? Are your contents covered for replacement cost or actual cash value? Does your policy cover the actual cost to rebuild
or the market value? Know what overages your business has before you actually need them to kick in.
Make sure if you live outside of Tucson City limits that you are paying your Rural/Metro Subscription fees in order to avoid a
hefty bill in the event the fire departments responds to a fire and you are not a subscriber of their services. The State of
Arizona has enabled local fire departments to charge for services outside of City boundaries that do not pay their subscriptions.
The benefits of having a plan outlined and shared among your staff and/or tenants is countless; however when an organization
has a plan that is carefully thought out it will provide them with details such as allocation of tasks among employees, as well as
provide them with knowledge of available resources, and ultimately lowering their overall stress levels.
Additionally, contingency plans are designed to allow companies and corporations the confidence needed when dealing with a
disaster. It allows them to take a proactive rather than completely reactive approach to disaster recovery; which in the long run
will save you time and money. Direct costs associated with a disaster and business interruption.
It is critical to interview and establish an emergency service agreement with a license and bonded restoration contractor on the
front end. By doing this early companies have the flexibility to negotiate pricing and service response times upfront rather than
be at the mercy of the contractor once a disaster strikes when desperation sets in.
Prepare a detailed emergency preparedness plan that incorporates information such as where shut off valves are located,
pictures of those locations, and pertinent building information, identify your utility companies and emergency service providers
and internal contact information. Your trusted restoration contractor should have forms or a checklist for you to reference and
utilize if needed.
Lastly, share your plan with your staff and your service providers to ensure that all parties involved are on the same page.
Facility Tour: The Tucson Culinary Arts Institute – November 19th
Today’s fast paced world has resulted in a change in the way we eat. The demand for more and more food
service outlets has resulted in a demand of employees with culinary training. The ability not only to cook, but
also to manage personnel and develop items of varied appeal is prized in the hospitality field.
For over 15 years, The Art Institute of Tucson, a branch of The Art Institute of Phoenix, has inspired students to pursue creative,
innovative careers. Their Culinary Department offers both culinary arts and culinary management to help set-up students for
cooking, nutrition, wine and spirits management, and all aspects for them to start their own business ventures.
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Come and join us on November 19 as we tour this facility and learn more about what goes into the making of the people that
are behind all of those wonderful dishes that we enjoy when we take in the delights at our favorite eateries. Not only are we
going behind the scenes, but the students will be preparing our lunch.
This may be one that should not be missed! Sign up now using the notices that have gone out to our members or on our web
site (http://ifmasouthernaz.org/).
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November 19 at 11:00am
5099 E. Grant Road, Suite 100
Tucson, AZ 85712
IFMA’S KNOWLEDGE STRATEGY INITIATIVE CALL FOR SMEs
IFMA is currently working on its online knowledge strategy to provide members the highest quality content, customer service
and engagement opportunities possible. In order to ensure that IFMA has content of the highest value, FM subject matter
experts achieve the threshold of content needed for IFMAs knowledge library. Members are invited to use their extensive
knowledge and expertise as subject matter experts (SMEs) for the knowledge strategy initiative.
What is knowledge strategy? Knowledge strategy is a plan detailing how an organization will manage its knowledge for the
benefit of the organization and its stakeholders. It refers to a multi-disciplined approach to achieving organizational objectives
and strategies, both from a technology and internal efficiencies standpoint.
What does an IFMA SME look like? This person has been a professional/associate IFMA member for a minimum of five years,
and is an expert in one or more of the 11 core competencies. IFMA credentials are not a requirement, however preference will
be granted to members who hold an IFMA credential or are IFMA FIBS, Fellows or Instructors.
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SME candidates are asked to submit references and past work examples to ensure advanced knowledge and
comprehension of FM principles.
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SME appointments are a 12-month renewable commitment. There are currently no term limits for SMEs, and there are no
minimum delivery assumptions during each term.
Why does IFMA need SMEs, and what are they asked to do? IFMA needs volunteer SMEs in order to reach the threshold of
new content by World Workplace 2015. Once that initial goal is met, SMEs will be utilized to maintain the knowledge library. As
experts in FM, our members are best qualified at selecting relevant materials that will advance the FM community.
SMEs are asked to vet content submitted by authors, which includes reading the content piece and determining whether or not
it meets the minimum standards of quality.
What is content vetting? Content vetting is the process of examining documents to determine whether or not they meet
IFMAs minimum standard of quality, this information will be provided during the onboarding process. Completion of this
process will determine whether or not a piece of content will be published to IFMAs knowledge library.
The initial “call for knowledge strategy volunteers” is issued on ifma.org and includes an application form and supplemental
information. For more details or if you have questions, contact IFMA Content Strategist Danielle Francisco at
[email protected].
Our Chapter Needs Your Help!
In an effort to maximize the Chapter’s potential, the Board members are trying to do as much as they can in a short amount of
time. The first priority is to gain sponsorships to inject money into our organization and to enhance visibility of our group to the
community. Secondary to that is the day-to-day running of the organization. As more ideas and initiatives pile up on the
Board’s to-do list, they are finding that help is needed to handle all of the requirements. This is a shout-out to all of the
members and associates to help by volunteering for committees. There is a new downloadable form on our website
(http://ifmasouthernaz.org/) on the front page as titled “How to Sponsor IFMA So AZ”. This addresses sponsorships and
committee opportunities. Here are the groups we are looking for:
Golf Committee
Programs and Education Committee
Site selection
Event planning
Sponsorship marketing
Arrange host sites
Coordinate speakers / tours
Arrange catering
Event flyers
Membership Committee
Recruiting new members
Membership retention
Sponsorship Committee
Sponsor recruiting
Sponsor retention
Publicity and Marketing Committee
Newsletter content
Web site content
Event photography
Advertising
Next IFASA Monthly Meeting
FACILITY TOUR
The Culinary Art Institute
November 19, 2014
11:00am – 1:00pm
The Art Institute of Tucson
5099 E. Grant Road, Suite 100
Tucson, AZ 85712
Registration and networking: 11:00 am
Luncheon Buffet: 11:30 am
Tour of the facility: 12:00 noon
Meeting should be done by 12:30 to 1:00 pm
Sign up on the IFMASA web site. Registrations are now
open.
IFMASA Up-Coming Calendar
November
19 –
Tour: Art Institute Culinary School
5099 E Grant Road, Tucson
This is YOUR Chapter
IFMA is a not-for-profit, incorporated association
dedicated to promoting excellence in the management of
facilities. Globally, IFMA spots trends, conducts research,
provides educational programs, and assist corporate and
organizational facility managers in developing strategies to
manage human, facility and real estate resources. Locally,
the Southern Arizona chapter offers training sessions,
networking socials, and golf and touring events.
The current Board members are dedicated to making this
Chapter grow and flourish. But they realize that it cannot
be done without the support of the members.
In an effort to provide the best possible opportunities to
the chapter as a whole, events and training need to be
aligned with the needs and desires of the local group. Let
the Board know any organizational enhancements or what
you would like to see in the calendar.
This chapter is here for you and we want to make it
everything that you want it to be.
Membership and Sponsor Drive
December
02 –
Board Meeting
Holiday Inn Hotel & Suites
17 –
Holiday Social & Networking Event
Desert Diamond Casino
The chapter’s Board has set a priority for itself to increase
membership and attract sponsors. In the next several
months, you will see attempts to gain more visibility for
our organization including new signage, attendance at
events, and advertisements in newspapers and local
magazines.
January
06 –
Board Meeting
Holiday Inn Hotel & Suites
28 –
Chapter Monthly Luncheon
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The Social House, Campbell & 6
Our expected goal is to reach out to all areas of Southern
Arizona to include the Douglas, Nogales, Sierra Vista, and
Yuma areas.
Up-Coming IFMA Events
Member Benefit: Live Webinar
“Why I needed an FM consultant: An external perspective”
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November 20 , 2014 at 11am MST
A thought-provoking one-hour webinar that details
three success stories of three very different consultancy
engagements
IFMA Facility Fusion – Canada
March 10 & 11, 2015
Sheraton Wall Centre, Vancouver, BC
IFMA Facility Fusion – Orlando
April 21 – 23, 2015
Rosen Shingle Creek, Orlando, FL
If any of you, our current members, have ideas on how to
add to this campaign and make it a successful venture,
please contact any of your board members.
IFMASA Board Members and Administration
President:
Administrator:
VP of Education:
VP of Membership:
VP of Public Relations:
Secretary:
Treasurer:
Hewitt Stuart
Jeanie Merideth
Kelley Amey
Shelly Kearns
Michael Freitag
Cyndi Foster
Erma Brumley
IFMA Web Site:
http://www.ifma.org
IFMASA Web Site: http://ifmasouthernaz.org/
Chapter Linked-In Group:
https://www.linkedin.com/groups/IFMASouthern-Arizona-Chapter